Accountable for strategic planning, operational excellence, and transformation of critical elements of service quality for Charter Communications’ cloud computing line of business (Navisite), contributing to a 46 point NPS increase.• Built 16 person global team accountable for process management, service improvement, business analysis, technical writing, performance auditing, training, change management, organizational change, and support of tactical and operational duties• Directed process evolution and tools enablement contributing to a 63% reduction in incident volume, a 38% increase in service desk ticket quality, and increased stability and speed of execution• Developed requirements, documentation, training program, and metrics for new ITSM/tool stack; overhauled key business data, oversaw pre-deployment testing and post-deployment business support activities, and coordinated bug identification and remediation efforts• Delivered global training programs for core client-facing business units, with a focus on quality of service and communication• Charter Communications “ONE Award” Recipient, Q3 2017: Awarded to one employee quarterly for exceptional contributions

(See Senior Manager, Service Excellence role)

(See Senior Manager, Service Excellence role)

As a dedicated contract consultant, I advised on, enabled, and contributed to the delivery of new ServiceNow ITSM process modules/tool stack within a Fortune 300 company. Primarily focused on Service Asset & Configuration Management and Request Fulfillment Management, as well as enabling the configuration and adoption of ServiceNow ITSM within the organization.

Led Dimension Data America's Service Asset & Configuration Management (SACM) processes as SME in Configuration Management Database (CMDB) architecture, design, and value. Drove process definition, enhancements, and continuous improvement; collaborated with regional and global owners to ensure alignment with corporate strategy, internal practices, other business units, and integrated / supporting platforms.• Designed key components of new global SACM strategy, plan, controls, and standards / operational data requirements for each tier of service offered by Dimension Data MS globally, which served as requirements for global CMDB reconfiguration, tool development, platform integration, and general standardization.• Enabled a 340% increase in control and update tasks by launching a new asset management process for operational data management and multiple sub-processes for the reporting of data discrepancies or process gaps.• Designed and implemented new Service Desk processes of critical strategic value at the request of leadership. Projects included service contract entitlement, hierarchical escalation, and quality assurance processes, all of which leveraged SACM data.

Responsible for optimizing the delivery of services rendered by Managed Services (MS) service centers in the Western Hemisphere.• Overhauled staffing model to ensure required skills & languages through resource capacity planning/utilization forecasting• Enabled a 72% improvement in Service Level Agreement performance in 3 months through service improvement, ITSM dashboard design, improved escalation management, formalized queue management, and revised performance KPIs/reporting

Responsible for end-to-end management of active client-facing tasks owned by Dimension Data Americas Managed Services.